Agent Intelligence for Customer Service Management

Use the default Agent Intelligence records as templates to create Customer Service Management-specific solutions.

Solution definitions

These solution definitions are available as templates on instances where both Agent Intelligence and Customer Service Management are active. Create your own solution definition records to customize the behavior.

Table 1. Solution Definitions for Customer Service Management
Solution Definition Description
CSM Case Assignment Predicts the Assignment group field from the Short description.
CSM Case Categorization Predicts the Category field from the Short description.
CSM Case Prioritization Predicts the Priority field from the Short description.

Business rules

These business rules are available on instances where both Agent Intelligence and Customer Service Management are active. Create your own business rules on the Case [sn_customerservice_case] table to customize prediction and reporting behaviors.

Table 2. Business rules for Customer Service Management
Business rule Table Description
Default Case Based Prediction Case [sn_customerservice_case] Generates prediction results from the active Customer Service Management solutions. Runs when a case record is inserted.
Skipped by ML Prediction Case [sn_customerservice_case] Tracks which case records do not generate prediction results. Runs when a case record is inserted.
Update Prediction Results Case [sn_customerservice_case] Updates the solution precision and coverage statistics. Runs when a case record is closed.